UX KPI Masterclass- Deepening UX measurement into every layer of your process and organization. 817 3 hrs 5min

Agenda:

This Masterclass starts with the premise, ‘if you don’t measure, you don’t improve’. More importantly, UX is a verifiable methodology with techniques that can be measured. Not only is the return on investment (ROI) of UX necessary, the habit of measuring your impact is vital to UX maturity and repeat success. As a result, high-performing UX teams need to be based on a culture of measurement. But what to measure? Measuring UX Key Performance Indicators (KPI’s) means connecting your UX activities to business value. First, it starts with aligning the right metrics with the UX activities and outcomes you are expecting. For example, Web analytics are not enough. Furthermore, behavioral click-through analytics are equally half-measured. Instead, a mix of qualitative and quantitative KPI’s are needed. In this Masterclass, Frank Spillers will cover the business case for UX ROI as well as specific KPI’s to solve specific projects and scenarios. We will cover the spectrum of UX activities ranging from Web sites and Web applications (B2C & B2B) as well as Mobile Apps and less tangible efforts such as Accessibility and Service Design. You will learn how to embed quality of UX across your process and organization.

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field.  

This is Ethnography Doing workshop- part 2/3 789 3 hrs 40 min See Part 1 here Essential documents/ links: Member log-in, see this group About the workshop: The focus of this hands-on learning experience is on how to do Ethnography. In this workshop, we will learn all the steps in Ethnography. First, we will start with recruiting target users for the actual study. Next, we will learn how to moderate user interviews, with an emphasis on the capture of quality data. Finally, we will unpack and analyze the data and insights. Participants will learn by doing. The UX Inner Circle provides supported mentoring with opportunities to practice skills with peers. The workshop will be led by industry veteran and Master UX Trainer Frank Spillers. Frank will share tried and tested process know-how he uses daily at his award-winning UX Consulting firm, Experience Dynamics. Note: This workshop will be split into smaller working sessions. In addition, participants will be required to spend time outside of class managing users. Bonus workshop: The real data gathered in this workshop will lead to a second workshop. “Insight Sprints- bringing your team along the user research journey“. This workshop is focused on organizational process and evangelizing insights.

Miniclass- Use Cases and UX

This is Ethnography Doing workshop- part 1/3 785 3 hrs 20 min See Part 2 here Essential documents/ links: Member log-in, see this group   About the workshop: The focus of this hands-on learning experience is on how to do Ethnography. In this workshop, we will learn all the steps in Ethnography. First, we will start with recruiting target users for the actual study. Next, we will learn how to moderate user interviews, with an emphasis on the capture of quality data. Finally, we will unpack and analyze the data and insights. Participants will learn by doing. The UX Inner Circle provides supported mentoring with opportunities to practice skills with peers. The workshop will be led by industry veteran and Master UX Trainer Frank Spillers. Frank will share tried and tested process know-how he uses daily at his award-winning UX Consulting firm, Experience Dynamics. Note: This workshop will be split into smaller working sessions. In addition, participants will be required to spend time outside of class managing users. Bonus workshop: The real data gathered in this workshop will lead to a second workshop. “Insight Sprints- bringing your team along the user research journey“. This workshop is focused on organizational process and evangelizing insights.

Masterclass: Storytelling – strategies for getting user needs embedded in teams and designs 760 3 hrs 22 min You have heard of User Stories from your dev team, right? After all, they are part of good Agile development. However, the question of user stories brings up a bigger issue which is where are the stories coming from? When doing User Advocacy, it is important that you are sharing stories from the ‘problem space’ of the user. As it turns out, Storytelling is a core soft skill for UX Designers and UX Researchers. Because Human-Centered Design brings in the “messy details” of people’s lives, it is important that scenarios, tasks, goals, and emotional or social aspects get clearly communicated. Storytelling is the vehicle for educating, informing, inspiring, and evangelizing user needs. If all you do is invent user stories, then you will only live in fantasy land– the corporate norm. Most importantly, stories help dispel assumptions about users. Corporate dev & design teams are plagued with assumptions. Furthermore, internal teams are filled with unconscious biases— the biggest of which is ‘confirmation bias’ (where you see what you want to see). That’s why, when it comes to assessing product or service features against user needs and abilities, most teams fail. The fix to seeing beyond your own belly button is a great, real, eye-opening, jaw-dropping user story. In this Masterclass, we will learn Storytelling skills with an aim to improve design decision communication among teams. Topics covered in this Masterclass:

• You will learn Story structure, and how to use it to aid in design decision conversations.
• Storytelling UX essentials- how to get the best user stories with the highest business impact (ROI).
• Microstorytelling- going viral with user insights.
• Improv- going into Mentalizing to activate ‘hidden empathy’ for user scenarios.
• Using Story as a Research tool- using ‘Story-mapping‘ to communicate your user journey.
• Using Story as a Design tool- using ‘Question-storming‘ to warm up teams to user needs discovery.
• Turning your team into a Story-centric UX group: communicating to stakeholders and non-UX teams.

User Advocacy- Fighting for the Rights of Users Masterclass 742

3 hr 36 min User Advocacy is a core UX ‘soft skill’, that is recognized as essential to doing UX, but is rarely taught. As a result, UX professionals learn User Advocacy organically, through experience, and over time. However, teams that need to “move quickly and fix things” find themselves cutting corners, implementing “Lean UX” and leaving users out. In addition, this habit forms the basis of failed Inclusive Design efforts. Where empathy means: “I think I understand your experience”, advocacy means: “I take your side and fight for your rights”. User advocacy means you bring user representation to your design conversations and decision-making processes. Coincidentally, all top-performing UX’ers do solid user advocacy. In UX work, user advocacy is a regular job skill. Every day and in every meeting, there are enemies of UX– people who don’t value or appreciate the perspective or needs of the user. In many cases, the insensitivity to users or user needs is not deliberate.  It is often simply the lack of familiarity with Human Centered Design processes, roles, and mindsets. Enter user advocacy… User Advocacy is critical to doing good UX. Weak user advocacy amongst technology teams is a sign of poor UX management. In this Masterclass, we will change the ‘spoken about but never taught’ phenomenon, so that you come out being a stronger advocate– with a game plan.

In this monthly meetup of the UX Inner Circle, Frank Spillers will cover this topic based on practical tips about what works and what does not. The following topics will be covered:

• The updated User Bill of Rights: what are we fighting for?
• How to ensure that users get put back into “UX”.
• Strategies and tips for discussing user needs and behaviors in meetings.
• How to “sell” User Research (both sides: user testing + field research).
• How to teach other teammates to do user advocacy.
• Assessing your User Advocacy skill level (and developing a path to upskilling).
• Organizational advocacy and the business case for cross-functional teams adopting User Advocacy.
• Extending user advocacy to reach underrepresented users: Disability Advocacy, Cross-Cultural Advocacy, Inclusion Advocacy.

Inclusive Design workshop 739

3 hrs

Agenda:

Inclusive Design celebrates universal access by deliberately adjusting and adapting to the needs of underrepresented communities and users. However, to do inclusion right, it needs to be default in your design and development process. It needs to be automatic and not a sideline effort or something the DEI (Diversity, Equity, Inclusion) team handles or champions.

In this workshop, Frank Spillers will cover the following topics:

• Why Inclusive Design? Establishing the business case.
• How to conduct an Inclusive Design audit.
• How and why to reach underrepresented user groups: people of color, women, disability, LGBTQ+, aging, socio-economic status and more.
• Accessibility and Universal Access: principles and lessons from AA to AAA.
• Designing for user values with value-sensitive design & ethically aligned design.
• Inclusion in UX Design core tasks & activities.
• Leveraging Participatory Design for stakeholder inclusion.
• Reworking product and service development and design process toward inclusion as default.

How to Conduct Ethnographic Interviews Masterclass 707 The focus of this Masterclass is on How to Conduct Ethnographic Interviews. User interviews are one of the core methods for gaining an understanding of UX requirements. They lead to an analysis of goals, tasks, pain points, and opportunities. These evidence-based data end up as the driving insights that go into prioritization decisions, personas, and journey maps. But how to make sure you are interviewing without ‘surveying’ or ‘focus grouping’? To be clear surveys and focus groups are market research techniques and are weak, inappropriate, and low on behavioral insight. This is why user interviews are very important to your UX process. Anybody can interview, right?! However, making sure you are getting good data, without bias, assumption or agendas is really critical. In this Masterclass, Frank Spillers will guide you through tried and tested approaches for gaining the most from your time with users, in-person or online. He will share tips he has learned and invented for digging deeper into user interviews to get the most from user encounters. You will learn how to: Gain rapid rapport with users; Detect and identify artifacts and their meaning (physical, mental, social, emotional, and cultural); Handle subject matter expert interviews; Communicate user findings to stakeholders and most importantly how to apply insights from user interviews and behavioral observation to your design.

Inclusive Design webinar- How to bake inclusion...

Prototyping Product-Service systems MasterClass 671 4 hrs

Agenda:

The focus of this Masterclass is Prototyping. Traditional UX Designers prototype digital experiences with wireframes. However, in a world where "the lines between hardware, software, and services are blurred or are disappearing" (Tim Cook, CEO of Apple), how do we prototype multiple touchpoints across multiple channels? How do we design for product as well as service experience? Note: Most teams actually design service experiences, just not deliberately. Instead, they design experiences in a product-centric way, using UX product-centric toolsets. In this Masterclass, we tackle the problem through a balanced product-service lens, leveraging a systems view. This Masterclass builds on the Leveraging Service Design Masterclass and the Service Blueprints workshops to address the real-world user research, Journey Map and Service Blueprint defined to address the sustainability case study. In this Masterclass, we will cover UX Design prototyping as well as Service Design prototyping skills. Where UX Designers leverage wireframes, Service Designers rely on physical improv-style prototyping of services (think theater). In Product-Service systems, designers need to be able to leverage both approaches simultaneously. This hands-on Masterclass will bring clarity to the product-service prototyping process. We will uncover how evidence-based Interaction Design decisions are made, and how to move a Service Blueprint into the prototyping and testing phase. Together, we will prototype the orchestration needs of a product-service system experience.

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussion. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank's two decades in the field.

Cost:

VALUE of $100...join the UX Inner Circle to get this and enjoy access to $10,385 worth of value- recording trainings from 20 years of Frank Spillers's work.

FREE FOR INNER CIRCLE MEMBERS

Want to access the MasterClass? Join now starting at USD $49 Nonprofit-Student-Emerging Market/ $99 Individual/$349 Team of 4

Service Blueprints workshop- pt 3/3 647 3 hrs Part 1 is here... Part 2 is here...

Service Blueprints workshop

Agenda- part 3:

Building on parst 1 & 2 , Service Blueprints: Steps to creating implementable blueprints, we pick up Service Blueprinting by building out our Sustainability UX ‘Energy Saving’ Journey touchpoint inventory that will lead to the Service Blueprint activity. Service Blueprints bring together the “plan” of how your organization intends to deliver the value proposition for the customer or to streamline value co-creation in ‘backstage’ (backend) systems.  Service Blueprints build on an understanding of customer pain points and where the breakdowns exist from a whole-systems perspective. This can involve workflow, rules, processes, and procedures; systems (IT/ Operations), and UX designs for digital touchpoints. The focus of this workshop is not just the Service Blueprint, but on effectively understanding how to shape your Service Design process for improved effectiveness. Having an implementable Service Blueprint is critical. Frank will guide you through the steps for creating an implementable blueprint. By attending this workshop, you will be able to create a Service Blueprint by using a real-life case study, with real customer data and a business problem to solve.

Service Blueprints workshop 2/3 643

3 hours

Part 1 is here... Part 3 is here...

Service Blueprints workshop

Agenda- part 2:

Building on part 1, Service Blueprints: Steps to creating implementable blueprints, we pick up Service Blueprinting with building out our Sustainability UX 'Energy Saving' Journey touchpoint inventory that will lead to the Service Blueprint activity. Service Blueprints bring together the "plan" of how your organization intends to deliver the value proposition for the customer or to streamline value co-creation in 'backstage' (backend) systems.  Service Blueprints build on an understanding of customer pain points and where the breakdowns exist from a whole-systems perspective. This can involve workflow, rules, processes, and procedures; systems (IT/ Operations), and UX designs for digital touchpoints. The focus of this workshop is not just the Service Blueprint, but on effectively understanding how to shape your Service Design process for improved effectiveness. Having an implementable Service Blueprint is critical. Frank will guide you through steps for creating an implementable blueprint. By attending this workshop, you will be able to create a Service Blueprint by using a real-life case study, with real customer data and a business problem to solve.

 

Improving how you Collaborate with UX Teams- Masterclass 620 3 hr 22 min Many teams that work with UX people silently struggle with two key issues: Deeply understanding UX roles and knowing how to best work with UX people. Understanding the role and 'Jobs to be Done' of UX teams is a big issue on its own. Knowing how to best work with a UX Designer, UX Researcher, UX Writer or UX Director is entirely another matter. The reality is most teams do not know how to correctly work with UX roles, activities, and processes. No UX Designer, Service Designer, or Researcher is immune to organizational misfiring and overstepping. In this MasterClass we will uncover patterns of dysfunction and address remedies for fixing broken team collaboration. UX by nature is collaborative: we work with users to bring their voices to the decision-making process. At the same time, UX often has to fight to be seen, to be permitted to act, or simply to work in tandem with Product, Development, or Marketing teams. This is toxic and needs to change in your organization if you are going to have a high-performing UX team. Being clear about where, when, and what UX people really do, followed by tactical ways to collaborate with them will get you more results for your cross-functional team effectiveness. At the heart of UX collaboration is leadership, strategy, and organizational UX maturity. In this MasterClass Frank will unpack UX leadership from Visual Design to Lean UX to Service Design touching on common traps and sharing strategies you can apply to your daily and weekly team work methods and interactions.

Service Blueprints workshop part 1/3 577 3 hr 15 min Part 2 is here... Part 3 is here...

Service Blueprints workshop

Agenda- part 1:

Building on the MasterClass ‘Leveraging Service Design to repair broken journeys’, we zoom into the Service Blueprint, the most popular process and step in the Service Design toolkit. Service Blueprints bring together the “plan” of how your organization intends to deliver the value proposition for the customer or to streamline value co-creation in ‘backstage’ (backend) systems.  Service Blueprints build on an understanding of customer pain points and where the breakdowns exist from a whole-systems perspective. This can involve workflow, rules, processes, and procedures; systems (IT/ Operations), and UX designs for digital touchpoints. The focus of this workshop is not just the Service Blueprint, but on effectively understanding how to shape your Service Design process for improved effectiveness. Having an implementable Service Blueprint is critical. Frank will guide you through steps for creating an implementable blueprint. By attending this workshop, you will be able to create a Service Blueprint by using a real-life case study, with real customer data and a business problem to solve

Getting Journey Maps and Personas right- promo

UX Workshop: Build a Roadmap for Managing UX 508

• Roadmapping your UX maturity
• Re-working your current process to improve UX effectiveness
• Staffing key UX Roles
• Organizational charts and org placement of UX teams & resources
• Building UX momentum
• Creating a strong culture of UX
• Gaining operational traction with DesignOps & ResearchOps.

MasterClass- Making the Super Business Case for UX, Accessibility and Service Design 491 2 hrs 55 min  

MasterClass ‘Learning from anti-patterns: Bad UI, Worse UX- Recording 467 3 hrs 35min MasterClass 'Learning from anti-patterns: Bad UI, Worse UX- Recording

User Research- Masterclass promo

Designing and Generating Emotional Value in UX- Masterclass recording 439 3 hours Monthly meet-up, topic of Emotion Design